Michele (Hryzan) Potter
Hotel Manager & Resort Call Center Trainer
North Grosvenor Dale,CT
Summary
Proven leader in hospitality, notably at Foxwoods Resort And Casino, adept at enhancing customer satisfaction and streamlining operations. Skilled in call center operations and problem-solving, I excel in training teams and improving efficiency. Achievements include significantly increasing occupancy rates and guest service quality, demonstrating exceptional interpersonal and organizational abilities. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
25
25
years of professional experience
Work History
Resort Call Center Agent & Trainer
Foxwoods Resort And Casino
12.2011 - 06.2014
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Trained New Hires and Current Employees to stay updated on company policies and procedures, ensuring the highest quality of service for clients while using the Computer System.
Front Office Manager
Hilton Garden Inn Hotel
12.2010 - 12.2012
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Created, prepared, and delivered reports to various departments.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
Villa Reservations Agent
Foxwoods Resort And Casino
03.2010 - 12.2010
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
Education
A.S. Travel & Tourism And B.S. Hospitality Mgnt
Johnson & Wales University
Providence, RI05.1991
Skills
- Call Center Operations
- Customer communications
- Payment Processing
- Team Development
- Data Entry
- Problem-solving skills
- Documentation And Reporting
- Issue Resolution
- Answering questions
- Gathering information
- Resolving issues
- Quality Assurance
- Training experience
Timeline
Resort Call Center Agent & Trainer
Foxwoods Resort And Casino
12.2011 - 06.2014
Front Office Manager
Hilton Garden Inn Hotel
12.2010 - 12.2012
Villa Reservations Agent
Foxwoods Resort And Casino
03.2010 - 12.2010
A.S. Travel & Tourism And B.S. Hospitality Mgnt
Johnson & Wales University